Job description for DEsktop engineer at amIT Global Solutions Sdn Bhd
Coordinate with the Service Desk and other necessary entities, including third parties and client support organizations, to provide the technical support services
Troubleshoot, diagnose, and resolve Incidents for devices and software (OS), including removing and repairing physically broken or inoperable devices
Conduct tests of repaired device to ensure such device operates appropriately and contains the End User images
Provide instructions and usage assistance to End Users with respect to devices and software (e.g., installation instructions, provide “how-to” assistance). Cognizant responsible for providing instructions/guides to Partner Technicians, to be shared with the End Users.
Assist End Users in the execution of data backups or in restoring lost or damaged files from file backups of local drives
Replace devices through warranty services that cannot be repaired onsite, as appropriate
Provide immediate replacement devices (e.g., hot swaps) for devices that cannot be repaired onsite
Restore work area to pre-repair condition upon completion of any End User support activity
Obtain End User acknowledgement for completion of Service Requests
Provide ‘Smart Hands & Feet’ for audio and visual conference room support (e.g., setups, break-fix, technical support) per Service Requests at designated client locations and during designated service hours
Manage/coordinate third party audio and visual equipment installation projects (at FTE sites and act as escort at dispatch sites if required.
While onsite on a dispatch request, provide Level 2 Support to assist End Users with third party coordination and set up of End User devices including coordination with third party mobile data and voice carriers)
Configure all BIOS and hardware settings if required
Configure Operating System settings and system drivers if required
Configure all Applications included within the Core Image and any base Layered Applications approved by Client
Ensure that encryption, authentication, VPN and other access management Software is configured in accordance with Client’s policies and procedures; and ensure that network connectivity settings are properly Configured.
Implement and deploy End User device software patches in alignment with client’s corporate compliance policies
Implement and deploy End User device hardware upgrades and software patches in alignment with client’s corporate compliance policies
Decommission End User Equipment from the client asset systems upon the decommissioning/removal from the client environment
Ticket Content: Make sure the ticket contains enough detail. If it is neither within scope or the ticket is not detailed enough, then you need to contact requester. Also, escalate to team leader or manager if advice is needed.
Escorting break-fix partner/Vendor up to device location, if required
Campus desk side support team will provide enhanced support services to authorized VIPs that include a walk-up service, where identified.
In case of shoulder tapped tickets technicians should take approval from Cognizant and get ticket logged before attending to shoulder tapped tickets.
